Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

Think Customers

SEPTEMBER 22, 2023

For decades, contact center and CX organizations have strived to become “omnichannel.” Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer.

Omnichannel 52

Omnichannel Contact Center Social Media 2023 52

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Customer Journey Mapping.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Omnichannel Touchpoint Innovation 78

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

BlueOcean

NOVEMBER 13, 2023

Zendesk recently published an excellent collection of examples of how real-world customer care teams are using various AI tools. The modern customer journey is complex and constantly evolving. And many businesses feel pressure to predict the where, when, and how of their customer interactions.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Cloud Flexibility Enables Greater Automation.

Contact Center 78

Contact Center Call Center Omnichannel Customer Journey Mapping 78

Experience Investigators by 360Connext

APRIL 23, 2024

Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations. Ultimately, these efforts are prioritized to focus on enhancing customer satisfaction, loyalty, and advocacy in ways that achieve organizational goals.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Customizing the customer journey. Choosing Talkdesk.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

Upstream Works

SEPTEMBER 5, 2019

Let’s get back to basics with a few of these buzzy terms – what exactly they mean, how they are making an impact on the customer experience industry, and tips for successfully incorporating them into your CX strategy. Omnichannel. It’s important to take the term “omnichannel” with a grain of salt.

Contact Center 60

Contact Center Technology Omnichannel Call Center 60

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

UJET

JUNE 25, 2021

Amid all this chaos, companies need to consider which tools to add to the customer experience stack to help better serve the customer journey. So, let’s step back for a minute to consider a better way forward: Streamlining the customer journey for a better customer experience.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Therefore, workforce optimization strategies should be front and center to your business goals.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. Omnichannel vs Multiexperience.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. Follow the experience like your customers would.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Calabrio

APRIL 5, 2016

In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), It has evolved to include email, social media and text messaging, so now companies can analyze data from multiple avenues to understand customer behavior.

Contact Center 64

Contact Center Omnichannel Social Media Customer Engagement 64

ProProfs Chat

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. For Customers.

Contact Center 86

Contact Center Call Center Connections Customer Satisfaction 86

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

Magellan Solutions

MARCH 8, 2021

The rise of omnichannel call center . The pandemic is still limiting a lot of in-person contacts. Call centers are now running overcapacity to support customers during the pandemic. that customer-centric companies are facing today. This is for a high-quality interaction. Mapping customer journey.

Contact Center 52

Contact Center Multi-Channel Omnichannel Call Center 52

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Call Center 2018 60

NICE inContact

NOVEMBER 12, 2018

We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy.

Contact Center 48

Contact Center Customer Experience Omnichannel Definition 48

Think Customers

FEBRUARY 16, 2021

Customers like options. They want to choose how to customize their products, services, and even the channels in which they interact with brands. To keep up, companies are scrambling to enable more customer experience channels for sales and service. Customers want to interact with brands on their own terms.

Customer Journey 52

Customer Journey Contact Center Omnichannel Leadership 52

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Where do you interact most with our company? Customer Journey Mapping.

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omnichannel 59

Omnichannel Download Automotive Connections 59

Talkdesk

AUGUST 13, 2019

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. And keep in mind that adding channels may not decrease calls to the contact center, but it will likely change the types of calls agents receive—they will be more complex and personal.

Contact Center 59

Contact Center Management Social Media Omnichannel 59

Calabrio

APRIL 20, 2016

When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? If you saw the second scene, welcome to the digital age – and new reality – of the contact center.

Contact Center 56

Contact Center Omnichannel Airlines Social Media 56

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Natural language bots will grow.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Talkdesk

JANUARY 14, 2019

If you were to ask customer service and contact center executives for their opinion on artificial intelligence, you’re certain to get a mixed response. The best first step is to create a plan for integrating your AI initiative into the omnichannel experience that you’ve already developed.

Contact Center 42

Contact Center Omnichannel Customer Journey Technology 42

Avaya

JUNE 26, 2017

Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two years. There is a need for an omnichannel capability to provide the best customer journey and experience possible. But all share the same goal: a satisfying interaction with fast results.

Government 47

Government Omnichannel Multi-Channel Contact Center 47

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

Contact Center 69

Contact Center Call Center 2018 Customer Journey Mapping 69

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. And Ava provides seamless hand off of the customer experience, with full context of the interaction, to an agent when and if one is required.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

Upstream Works

FEBRUARY 26, 2020

At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes.

Contact Center 78

Contact Center Omnichannel Social Media Customer Journey 78